ComplaintsforXPress Pro Tire & Auto

• Initial Complaint

  04/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Had major problems with a newly purchased car in February. Replaced the engine but it could not get over 50 mph and stuttered while driving. Was told by my previous mechanic I needed someone to look for a short in my throttle harness or see if I needed a new throttle sensor.Took it to Car X for a general diagnostic and told them what my previous mechanic said. Car X called back and said my car was running. They took the liberty to install two new sensors without asking me first and threatened to charge extra labor for taking them back off. When I got the car, the engine light was still on and the car was still unable to get over ********************* an accident because of it. Nothing was fixed and the mechanic seemed to have wasted my gas. A half tank gone. Also seems he ignored the code my car was throwing because I fixed it with one $10 sensor. I do not remember any codes coming up about my throttle sensor or MPAP. Took car to Autozone multiple times for scans before engine replacement but my old sensors were reused so the same code was showing up. Went on their web page to see if I could get help from higher up but I have not received a response.

  

  Business response

  05/02/2024

  Dear BBB,

   

  This complaint does not belong to us.  It belongs to the franchise in *************  I have notified ***********************, VP Operations or the ********* Organization in ********  They should respond shortly.

   

  Sincerely,

   

  Customer Service

  Car-X LLC

  Customer response

  06/10/2024

  *************** in Fishers, *******. #****

  Customer response

  07/02/2024

  I do not believe so.

  They were acting shifty about everything during the visit. Talking about my address and how they were changing the prices and "cutting me a deal".

  Doubt they would be honorable. 

  

  Business response

  07/22/2024

  *****,
  
  
  We would like to have some follow up information on the issues with your vehicle.  According to our records there were multiple issues with your vehicle and a majority of the repairs we recommended to you were declined.  Some of these recommended repairs could be the reason your vehicle is still having problems.
  
  
  Please provide any records showing repairs made to this vehicle, or any diagnostics done following the services we rendered to your vehicle.
  
  
  As for your fuel loss, unfortunately due to the nature of diagnosing vehicle performance issues the vehicle typically needs to be running or driven and some test procedures call for various run times, or to bring the vehicle to certain RPM range.  Unfortunately we do not compensate customers for fuel loss when diagnosing issues with their vehicles.
  
  
  Additionally, if your vehicle is still having issues we would be more than happy to re-inspect the vehicle and determine the cause of the issue.
  
  
  I have attached the original purchase invoice from our location that includes the list of declined repairs.Tell us why hereLucas,
  
  
  We would like to have some follow up information on the issues with your vehicle.  According to our records there were multiple issues with your vehicle and a majority of the repairs we recommended to you were declined.  Some of these recommended repairs could be the reason your vehicle is still having problems.
  
  
  Please provide any records showing repairs made to this vehicle, or any diagnostics done following the services we rendered to your vehicle.
  
  
  As for your fuel loss, unfortunately due to the nature of diagnosing vehicle performance issues the vehicle typically needs to be running or driven and some test procedures call for various run times, or to bring the vehicle to certain RPM range.  Unfortunately we do not compensate customers for fuel loss when diagnosing issues with their vehicles.
  
  
  Additionally, if your vehicle is still having issues we would be more than happy to re-inspect the vehicle and determine the cause of the issue.
  
  
  I have attached the original purchase invoice from our location that includes the list of declined repairs....

  Customer response

  07/25/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  

  1. 

  Replacement part needed: CODE #P2646 (ROCKER ARM CONTROL VALVE). 

  Was conherced over the phone into replacing throttle position sensor and MAP sensor. Nothing was said about #P2646. 

  Later replaced the ******* pressure switch myself. Engine light disappeared. 

   

  2.

  I have no record of my car ever throwing codes for MAP/TPS. 

   

  3.

  Car ran fine after tech cleared P2646. Then reverted back to previous condition within the hour. 

  How was fuel spent when the car wouldn't get over 40 MPH without the code cleared?

  Sounds like an undiagnosed fuel leak or it was driven for purposes beyond general diagnosis. 

  I have transmission damage now. I have engine damage now. I almost got in a accident diagnosing my own car after my visit there. 

  Regards,
  
  ***********************

  
  

  

  Business response

  07/30/2024

  1. 
  Replacement part needed: CODE #P2646 (ROCKER ARM CONTROL VALVE). 
  Was conherced over the phone into replacing throttle position sensor and MAP sensor. Nothing was said about #P2646. 
  Later replaced the ******* pressure switch myself. Engine light disappeared. 

  I still have yet to see any documentation or receipt for these repairs.
  
  2.
  I have no record of my car ever throwing codes for MAP/TPS. 
  

  We informed you the day of the repair that your vehicle had those codes, you will no longer have those codes as those parts have been replaced.

  
  3.
  Car ran fine after tech cleared P2646. Then reverted back to previous condition within the hour. 
  How was fuel spent when the car wouldn't get over 40 MPH without the code cleared?

  The engine will consume fuel any time it is running, regardless of speed driven at or if the vehicle is moving.  While at idle it will consume fuel.

  Sounds like an undiagnosed fuel leak or it was driven for purposes beyond general diagnosis. 

  If your vehicle has a fuel leak we would also not be responsible for any fuel loss, and by your own admission the vehicle was problematic to drive so I cannot imagine a situation the vehicle would have been driven "for purposes beyond general diagnostics"

  
  I have transmission damage now. I have engine damage now. I almost got in a accident diagnosing my own car after my visit there.

  On your original visit and listed on your invoice is statement from you that you believed your transmission was having issues, additionally we recommended transmission repair for a transmission fluid leak and you declined that repair.

   

  We are more than willing to re-inspect your vehicle and look at any documentation you have of repair or diagnostics that support your claim.

  Customer response

  07/30/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  Business seems dismissive of the claim. Business claims I have no record of my repairs but also has no record of the codes my car threw during the visit. This is why codes were not shown to me prior and also were cleared by the tech when I came back to claim my car. 

  I have record of what codes my car has thrown because I have taken it to get scanned numerous of times. Is the business asking me to prove the code has resolved? I do not know why that would be in the question when I have already said I replaced the sensor myself. 

  The services on the receipt given did not include anything describing a transmission leak (a fluid change was recommended). A fluid change would not stop a leak.

  Why has the business claimed that I said there was a transmission leak? I did not claim one but I do find this suspicious. Have never found one. 

  Business has neglected to explain my loss of fuel. If a fuel leak was not found, please tell me what the tech did with my car for a half day. I paid for general diagnostic. If a leak was not found during the diagnosis, there is no real explanation for a tech to use a half tank when an engine code would not have allowed him to come close to the 100+ miles that would have been driven. 

  Regards,
  
  ***********************

  
  

  

  Business response

  07/31/2024

  *****,
  
  
  We would like to have some follow up information on the issues with your vehicle.  According to our records there were multiple issues with your vehicle and a majority of the repairs we recommended to you were declined.  Some of these recommended repairs could be the reason your vehicle is still having problems.
  
  
  Please provide any records showing repairs made to this vehicle, or any diagnostics done following the services we rendered to your vehicle.
  
  
  As for your fuel loss, unfortunately due to the nature of diagnosing vehicle performance issues the vehicle typically needs to be running or driven and some test procedures call for various run times, or to bring the vehicle to certain RPM range.  Unfortunately we do not compensate customers for fuel loss when diagnosing issues with their vehicles.
  
  
  Additionally, if your vehicle is still having issues we would be more than happy to re-inspect the vehicle and determine the cause of the issue.

  I have attached the original purchase invoice from our location that includes the list of declined repairs.

  ***************************
  Car-X Tire & Auto
  District Manager
  **************

   

  Customer response

  08/01/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  

  The company has not addressed the dispute. I am disputing the unnecessary repairs that were made to my vehicle.

  I have provided a scan of my vehicle prior to my visit which outlined what problems my vehicle was having. The scan does not list a need for replacing the *** sensor or the TPS. 

  The company called me and claimed my car was running well after replacing these sensors. It was not running well. The engine light was still on after clearing it at their shop and could not reach necessary *** ranges. I told them this during my visit but was threaten by the staff with extra fees if I rejected the repair. 

  They have addressed the fuel loss but this is not the issue. Seeing how much fuel was used, I have a firm belief my vehicle was used for reasons outside of diagnosis. Knowing the *** range the vehicle could not reach due to the bad sensor, I do not see how that much fuel loss was even possible. 

  I never said my vehicle still had problems. Though it needs repairs, they are unrelated to the function of the engine/transmission and I have been repairing it myself since my visit. 
  
  
  I am asking for a full refund. I do not want my car to be looked at.

  
  Regards,
  
  ***********************

  
  

• Initial Complaint

  01/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In May of 2014 repurchased new brakes for or 2006 **** F 150. At that time we purchased a Life Plus Guarantee on those brakes. ( I have the paper in PDF form if needed.) The same dealer replace those brakes in May of 2022 and we were charged $690.34 after a discount of only $150.00. Those brakes failed after ***** miles on December 4, 2023. We were told there were no longer under warranty and it would cost another $ ****** to replace them. We contacted Car-X complaints by phone and email on Dec. 4, 2023 and email them copies of all the paid receipts. Only after a second mail did we even receive conformation of the first.

  

  Business response

  01/05/2024

  We intend to reimburse this customer for his repairs and to reinstate his warranty, We have attempted twice and have not received a return call. Please have the customer contact *************************** at ************** or *********************

  

  Business response

  01/05/2024

  We intend to reimburse this customer for his repairs and to reinstate his warranty, We have attempted twice and have not received a return call. Please have the customer contact *************************** at ************** or *********************

• Initial Complaint

  09/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was told I needed a alternator put on my 2006 Mercury Montego because the battery light was on and it said, check charging system. So I called Carx and ask do they put alternators on cars to him which is *********************** (Manager) he said YES! He quoted me a price, so then I had my car towed to carx. The next day he called and said, "yea you do need a alternator. So I'm like ok I knew that. So my car was there over a week. He said the was not charging it kept cutting off, he was trying to see why, so he comes calling me saying it's a computer problem and was gon be over $2000.00 I'm like I don't have that kind of money, so went pick up my brought home l didn't drive the car in fear it could cut off on me!!! So I then said let me call **** dealership and ask them about it. I spoke to a lady named ***** the 1st and then one other time. I explained everything to her about my car and she also said, oh *** we came fix that. I ask her could she give me an estimated price ti have done she said 4 something. Now today I get a call saying I have the wrong alternator on the car and I need a "**** alternator ", so my car is still at the dealership I haven't went and got it yet. I'm just so upset about this because my daughter called Carx today cause was too upset and told **** what the dealership said, and in words he said they were full of Sh_t!!! So I'm out of money for a alternator I'm told that not right and I should have different one****** This is unacceptable to me and want something done about it as soon as possible. I'm paying car insurance and I have buy plates for my car it too much. I also was told to order a ECM from this out state place and paid $200.00 for that just to hear today that it's not needed either. I explained to ***** at the dealership to let her know I ordered this part and I said as soon I get I will have my car towed there which I did.

  

  Business response

  09/13/2023

  We have investigated the situation and are refunding the customers purchase in full. The only stipulation on our end is for the customer to return the alternator we installed that the **** Dealer said was defective so we can return it to the manufacturer, Please have the customer contact: ***************************, District Manager, ************ Car-X **** & Auto at ************** or at *****************,com, 

  Customer response

  10/05/2023

  I did return their alternator back to Carx and I received my money back. I'm now out of a vehicle and I would like to be compensated  more for my time without my car because of their  neglect. The should be held more accountable for this. The man ******* from Carx corporate I guess, didn't seem to concerned about my issue with them just wanted to give me my money back if I return their alternator. No type of payment for what they did. I was out a car for over a month and I was very stressed out this. I'm a disabled person and I believe they just did anything to get rid of me. They took Advantage of me! 

• Initial Complaint

  08/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my car to CarX on Shadeland Avenue on July 20th. I was told at that time I needed new brakes, rotors and tires, and an oil change. All were installed and labor performed and the price tag was over $2000. Fast forward to just a few days after 7/20 and I find my vehicle RPM's consistently higher when I had my car serviced. I started looking under the vehicle and I found evidence of oil leakage which was not present prior to the service, under the front bumper the plastic piece is obviously broken which was not present prior to the service, the oil is dirty which indicates perhaps the oil change was not performed, oil in the power steering reservoir, and a very loud rubbing/grinding noise from the driver's side tires. Gasoline consumption has increased dramatically, and the car seems to be driving against force. I attempted to reach the store several times with no success. From all indications it appears they have damaged my transmission and caused significant issues with my vehicle. Because my attempts to speak with the store have been unsuccessful, I wish to do no business with this location and prefer this be resolved independent of the store.

  

  Business response

  08/08/2023

  The ************ team has reviewed and researched the complaint, the following is our reply.

  We have serviced ********************* vehicle and performed repairs.  As of 08/08/2023 at 1:00 PM we still have not had any contact with ******* since the repairs were complete.  A call was placed to ******* on 08/04/2023 to gain further clarification on what problems she has been having and to arrange an appointment to re-inspect her vehicle.  We would like the opportunity to inspect her vehicle and discuss the symptoms she is experiencing.  She can contact *************************** directly and he is available by phone ************** Monday-Friday 8:00 AM until 5:00 PM.
  

  Thank you,
  

   

  ***********************
  

  Vice President of Operations
  ***** ************ ************
  ************

  Customer response

  08/10/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  I attempted to reach out to the location by telephone twice with no response to 2 messages left requesting a call back.  Additionally,  I completed an online request on 2 occasions requesting a response.   This was all done prior to submission of this complaint.   I clearly stated I do not wish to have any relationship with the location that charged me over $2k to not only not complete the work alleged,  but to damage my vehicle further.  I'm requesting reimbursement for all expenses incurred as a result of the negligence of the Car X location, up to and including a rental car and cancelation of any debt owed to car x.  
  
  Regards,
  
  *************************
  

  

  Business response

  08/15/2023

  I am sorry you are having difficulty contacting the store.  I personally called you from the store and did not receive any call back.  We have many locations in ************ and I would be more than happy to set you an appointment with any of them, please let me know what works best for your schedule.  I will make myself personally available to inspect your vehicle and speak with you.  I can be reached at ************ until 5:00pm on 08/17/23.  If you cannot contact us by that time you may reach out to *********************** on 08/18/23 from 8:00 am-5:00pm.  I will return to work and be available 08/21/23.  I look forward to the opportunity to inspect your vehicle and correct any and all problems with the services you received.

• Initial Complaint

  04/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  car x **************************************************************************************** they changed my battery a year ago and it started doing the same thing I took it to someone elses that said it was the battery again I then took it back to Car X they also tested the battery and said it went bad they went to change it and it sparked and started to surge or something so now he said its not the battery and I need to take it to an electrical auto shop On my way there it stopped at a sto?p light want come on want move no lights coming on and want go in neutral to move it left and went back at the police towed it also before I took it back to CAR X I took it to be diagnosed by there partner company and they said the battery was bad and it had a coolant leak and that was it nothing else.

  

  Business response

  04/18/2023

  Good Afternoon ************** ,

  Hi **************** hope this email finds your doing well . I'm contacting you today about claim number ******** . We have retrieved Ms.************************* ******* from the impound and had it towed to another Car-x shop  to make the necessary repairs . This was done at no charge to ************* .
  

  The ******* has been returned  to ************* and she seems to be happy with the situation now . Please feel free to call me if you have any questions or concerns ,

  Thank you .
  

  ***********************
  

  Vice President of Operations
  ***** ************ ************
  ************

• Initial Complaint

  12/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Tuesday December 6, 2022, my **** Pontiac Grand AM stop working. The engine would crank but would not fire. Then I had it towed to Car-X **** and Auto that day for $172. The next day Car-X told me that it was the fuel pump module assembly and the fuel injection pressure regulator that needed to be fixed. The total cost for these including the initial diagnostic was $1,173.98. On Friday December 9, 2022, I got the car back from Car-X and paid the $1,173.98. On the next day December 10, 2022, I went to start the car in the morning and it did the same thing on the 6th of December. The engine would crank but would not fire, so I ended up having to get it towed to Car-X again on that day. On Monday December 12, Car-X called me and said that it was probably an electrical issue and that they would have to troubleshoot the problem at the cost of $115 an hour up to 3 hours. So, I told them to put my old parts back on the car and to refund my $1,173.98 and they refused to do it. Then they told me that I had to pay the $85 tow fee before they release the car back to me. I ended up paying the $85 tow fee to get my car back, and then had to pay ********************** $152 dollars to tow the Pontiac Grand AM to another ******************** The purpose of this dispute is to recover the costs of the $1,173.98 along with the second tow that cost $85 to get my car released from Car-X, and the third tow that cost $152 to take the car to another repair shop. The total reimbursement would be $1410.98.

  

  Business response

  01/03/2023

  Good morning all , 

  I have tried to contact ************** numerous times by phone . I havent had any return calls . Having said that we are prepared to refund the amount he is asking for. Please have him give me a call at ************ office or ************ .
  

  Thank you for all your help Ms. *******************

   

  **************************;

  VP of Operations

  Car-x Tire & Auto  

• Initial Complaint

  11/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Date of transaction: November 28, 2022 Amount of money: $115.00 Invoice#: ***** Estimate#: ***** Location#: 2006 (**** N. Michigan Rd., ************, IN)Nature of dispute: Dropped off car during lunch break for an estimate of repair costs. Was called briefly afterwards stating what they claimed to be wrong with the car and that I owed for diagnostic services. This was not communicated to me upfront because I would not have left my car (although they claim they told me this) the individual that I spoke with was rebellious over the phone telling me they could not give me my keys until I paid them. I was not able to continue the phone conversation because I was at work, when I was finally off for the day to go retrieve my vehicle, the guy (I believe his name was *****) was no longer there. The manager *********************** was still there, which was the one who claimed he informed me of the diagnose fee and would be the one who could assist versus the other *****************, but he remained nonchalant. I now try to remain calmly and handle matters appropriately and peacefully now at the **** of the situation at hand.I asked to be provided with ****************** and/or policy that states the $115 diagnose fees, but could not be provided any information. I have tried contacting their corporate office and was routed someone's voicemail, I left a message and also submitted a correspondence via their website without a response from either.They were also trying to scam me by telling me that the total cost for services would be $1500 + tax, I have since got several no cost diagnostics done at other repair shops that were quoting me at a fraction of what Car-X said.

  

  Business response

  12/06/2022

  We have discussed this situation with the customer and have decided to refund him $115.00 for diagnostics,

  Customer response

  12/07/2022

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  I am still waiting for the refund to post to my account, it hasnt yet.
  
  

  Regards,

  ***************************

• Initial Complaint

  09/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 8/8/2022 I took my car to ***** at **** ***************, Plainfield, IN for a tire repair. The mileage on the invoice was entered incorrectly. It shows in at zero miles and out at ****. The van was only there for 20 minutes. I went to trade in my van and was alerted to the error on Carfax reporting. I went back to Car-X for a resolution and was told it was against federal law to change mileage on an invoice even though it was obviously incorrect. The manager ************************* offered no resolution to the problem which upset me very much. She told me to contact the corporate office. I did cuss as I left the building and was told not to return. I have left 3 messages with the corporate number I was given and no response. I have two problems now. I need the error corrected with the mileage. Secondly I bought tires from Carx for two vehicles and have been instructed not to return. If I need service on the tires do I send them an invoice to cover all expenses? How will warranty work be completed?The error with the mileage is preventing me from trading in my vehicle because it looks like the odometer has been tampered with. I had an oil change on 9/3/22 that indicates the correct mileage as of that date.It seems to me if it is against federal law to change mileage on an invoice it should also be against the law to falsify an invoice.

  

  Business response

  09/08/2022

  Dear BBB,

   

  This complaint does not belong to *********.  It belongs to our Franchise, ******************* **** **************** and Auto and should be sent to:

  ***********************
  Vice President of Operations
  ****************** ************

  ******************,com

   

  Sincerely,

   

  ***********************

  Customer Service Manager

  *********

   

  

  Business response

  09/14/2022

  Tell us why here...Good afternoon,
  
  
  We were able to contact CarFax and have the mileage discrepancy redacted from CarFax history.  I have reached out to *********************** and had a conversation with her apologizing for not only our mistake but also our demeanor when she brought the concern to our staff.
  
  
  Thank you,
  
  
  
  
  ***********************
  Vice President of ******************************** ************
  ************

  Customer response

  09/19/2022

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  
  

  Regards,

  ***********************

• Initial Complaint

  04/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On January 24th I had **** at **** N Shadeland Ave, ************, ** ***** look at my vehicle because it was overheating. I was told the oiler cooler and adapter needed to be replaced as it was melted causing coolant to leak out and overheat. Cost was $1087.67. The tech said oil got into the radiator but he cleaned it out and put stop leak in there to make sure coolant wont leak out. The car started overheating again about 1 month later, so the car was taken up to Car X again and spoke with the Manager who said the oiler cooler and adapter had melted and the thermostat housing needed replaced. I told him they replaced the oiler cooler the 1st time and its under warranty, they refused to replace it. After many calls he agreed to pay for the part if I paid the labor, but then said he shouldnt replace it because oil and coolant had mixed and the engine was damaged. I was told the first time oil and coolant mixed but no engine damage and it was fine, now they tell me the engine is damaged! They obviously didnt diagnose it properly the first time and the Manager basically said I was lying about the mechanic putting stop leak in my car, because if he had, he would of been fired. They charged me $1087.67 and did not fix the original issue and I want a refund. I have called corporate and left my contact information and was told someone would call me and Ive never been contacted. Ive been a customer of this repair shop for 10+ years and absolutely feel they took advantage of my trust.

  

  Business response

  05/02/2022

  We believe we do owe this customer a refund.  The part failure on this type of vehicle is extremely common and we were dealing with a similar situation at another store where we were not at fault and I believe this customer went unattended.  We can issue a refund check from the office, which takes about two weeks.
  
  Please contact 
  
  ***************************
  Car-X Tire & Auto
  District Manager
  **************

  Customer response

  05/02/2022

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  
  

  Regards,

  *******************************

• Initial Complaint

  01/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contacted Car X 1/10 to ask questions about getting service on my vehicle. I was told I could leave the vehicle overnight and it would be looked at in the morning. I left my vehicle, put keys in drop box and left. I was contacted the following morning (to give me an estimate on services etc.) 1/11. Once I went to get my vehicle, when I started it, it was extremely loud (much louder than when I dropped it off). I asked them about it and they said they think I had been gotten and that the vehicle had been vandalized and parts stolen off (which is why it's now super loud). Then proceeded to say, yes, that's been happening a lot lately. So I asked why wasn't that mentioned when it was suggested that I leave it overnight? The assist manager said he felt bad and would explain the situation to the manager to see what can be done. Now I'm a reasonable person, but the manager was a completely unprofessional person that has no concern for his customers. He said they have signs posted saying they aren't responsible for theft, but I didn't see it (can't say I walked around looking either). However, if this has been an issue in the past, shouldn't something be said or done to prevent it from happening again. Now since my vehicle was vandalized, they are telling me it will cost $2438 to replace what was stolen ( cut pipe, 2 catalytic converters and 4 O2 sensors). If this has been happening, a warning should be told to patrons so they can make the decision to leave their vehicle or not. I would not have left my car had I been told their have been multiple thefts on the property. The manager is being completely rude and unprofessional. I think they need to acknowledge their part for not informing me about the rash of thefts on their lot and pay for at least half of the cost to replace since it happened on their lot. What can I do?

  

  Business response

  01/13/2022

  Tell us why here'm contacting you today in regards to the BBB complaint (********) from ************************************* .After receiving the complaint letter from the BBB I did a investigation . Here are the results of that investigation . 
  
  
  1.) As the customer stated in her complaint letter .She in fact did drop her car after hours placing her keys in the night drop . 
  
  
  2.) The damage was done to her vehicle after she dropped it off and before we opened up the next morning .
  
  
  3.) The shop did have signs and night drop forms that state we are not held responsible for damage or loss  to customers vehicles . ( See attached pictures ).  
  
  
  4.) The shop did give the customer a estimate ******* to fix the damage to her car . 
  
  
  In my opinion the shop followed all the proper procedures to inform the customer that we were not responsible for this kind of damage . Having said that, I do think that our company should not profit from customers misfortune . Therefore we would be willing to fix the customers vehicle at cost . 
  
  
  Thank you , 
  
  
  *****************************
  VP of Operations and Sales 
  Car-x Tire & Auto 
  ************ Market            

  Customer response

  01/14/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference.
  

  What do they mean fix at cost? Is that the $2500? If so, how are they not profiting from my misfortune. Had they just been honest and said upfront that thefts had been happening I wouldve never left the car. Also why is it that corporate office was willing to help do something and were upset with how we were treated until I got BBB involved. I dont understand that.  
  

   

   

   

  
  Regards,
  
  *********************************

  
  

  

  Business response

  01/20/2022

  We would be willing to fix ********************** car at a cost of $1,500.00 (Fifteen Hundred Dollars). 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩